FAQ

We’re here to help. Browse the answers below, or email care@hellolacewing.com and you’ll hear from us within 1-2 business days.

Sizing

What size bottles and phones can our bottle bags fit?
  • Phones up to 16.5 cm tall and 8 cm wide.
  • Bottles up to 8 cm diameter. Bottle pocket depth is around 19 cm.
What items can our bottle bags hold?
  • A bottle, phone, a few cards, a small set of keys, and a small tube of lip balm or sunscreen.
  • We have optional attachments that fit a hand sanitiser or a dog waste bag roll.

Payment and Checkout

Which payment methods do we accept?
  • Visa, Mastercard, American Express, Apple Pay, PayPal.
How to use discount codes?
  • Enter your code under Order Summary at checkout. Codes can’t be combined with other promotions, offers, or sales. If a valid code still won’t apply, email care@hellolacewing.com and we’ll help.

Shipping & Tracking

What shipping methods do you offer?
  • We ship within Australia with standard and express options. Orders usually dispatch in 1–2 business days. For delivery timeframes, see our Shipping page.
How can I track my order?
  • You’ll receive a shipping email with an Australia Post tracking link, once your order has been dispatched.
What if my order is lost or damaged in transit?

Returns & Exchanges

Can I return or exchange products?
  • You can return for a refund within 30 days of purchase. Return shipping is covered by the customer. We don’t currently offer exchanges. See our Returns page for the full policy.
How do I start a return?

Order Changes & Cancellations

Can I cancel or amend my order once it's been placed?
  • If you need to change your address or cancel your order, email care@hellolacewing.com as soon as possible and we’ll try to help before your order is dispatched. After checkout, items and the shipping method can’t be changed, and dispatched orders can’t be cancelled. Returns are available per our Returns policy.

Care & Cleaning

How do I care for bottles?
  • Hand wash bottle and lid in warm soapy water.
  • Rinse thoroughly and dry with the lid removed.
  • Do not microwave, freeze or place in the dishwasher.
  • Empty and rinse after use; avoid long-term storage of paint, as pressure build-up can affect the lid seal.
  • For exterior stains, spot clean with a soft cloth and mild detergent (or a baking-soda paste), then wipe clean and rinse.
How do I care for canvas bottle bags and attachments?
  • Spot clean outer canvas with mild detergent and cold or lukewarm water
  • Wipe insulated aluminium lining with a soft damp cloth only
  • Air dry fully, open and in the shade
  • Do not machine wash or soak
  • Do not tumble dry, bleach, dry clean, or iron
    Note: Normal wear, marks, and colour transfer aren’t warranty faults. See Warranty FAQ for coverage details.

Warranty

Do your products come with a warranty?
  • Bottles and drinkware: 3-month manufacturing warranty from purchase. This voluntary warranty is in addition to your rights under the Australian Consumer Law.
  • Bags and attachments: 12-month manufacturing warranty from purchase. This voluntary warranty is in addition to your rights under the Australian Consumer Law.
What’s covered under warranty?
  • Manufacturing faults such as faulty stitching, zip failures, broken hardware, seam defects, or bottle insulation and leak faults not caused by misuse.
What’s not covered under warranty?
  • Normal wear and tear, accidental damage or misuse or overloading, improper cleaning or care, stains, odours or colour transfer, cosmetic variations, tarnish or discolouration of metal, or lost parts.
How do I make a warranty claim?
  • Email care@hellolacewing.com with your order number, a short description, and clear photos of the issue. We’ll assess case by case and, in line with the Australian Consumer Law, arrange a replacement or refund.